Engineer - Cloud & Infra Management

Role description

Role Service Desk POS Infrastructure Support Specialist

Department Cloud POS Infra

Job Summary

The Service Desk POS Infrastructure Support Specialist is a crucial role within our Cloud POS Infra team responsible for providing exceptional support for POS hardware and software systems as well as handling Service Desk inquiries This position requires a blend of technical expertise problemsolving skills and outstanding customer service to ensure the seamless operation of our client

Key Responsibilities

• Provide firstline support for POS hardware and software issues including HP Engage Go hardware and Xstore software


• Handle incoming Service Desk calls and inquiries providing effective solutions and guidance


• Troubleshoot and resolve issues with desktop operations hardware and software across multiple operating systems Windows Xenvironment iOS Android


• Collaborate with the Cloud POS Infra team to maintain system performance and reliability


• Document support activities and resolutions in the service management system eg Salesforce ServiceNow Jira


• Assist in the deployment and configuration of POS systems and related infrastructure


• Participate in team meetings and contribute to continuous improvement initiatives


• Maintain and update knowledge bases and templates to support knowledge management efforts


• Collaborate with crossfunctional teams to ensure the smooth operation of the Service Desk and POS infrastructure

Qualifications

• Proven experience in IT support particularly with POS systems and Service Desk operations


• Strong problemsolving skills and customer service orientation


• Excellent communication abilities both written and verbal with the ability to translate complex technical information into understandable terms for endusers


• Familiarity with IT service management tools and practices


• Proficiency in hardware and software troubleshooting across multiple operating systems


• Knowledge of network administration and design including DHCP LANWAN IP schemes and VPN connectivity


• Experience with system administration including Active Directory and Azure Active Directory management


• Familiarity with telephony administration and system development is a plus


• Certifications such as CompTIA A Cisco CCNA or relevant POS certifications are highly desirable


• Ability to work in a team and collaborate with crossfunctional teams

Technical Skills

• POS Hardware Scanners Pinpads Receipt printers Cash Drawers Registers


• Operating Systems Windows Ios Android


• Networking DHCP LANWAN VPN


• System Administration Active Directory Azure AD


• Remote Access Tools TeamViewer VNC Dameware etc


• Ticketing Systems Salesforce ServiceNow Jira or similar


• Additional Skills Workflow automation computeraided drafting beneficial

Work Environment

• Officebased in Scottsdale working 5 days a week


• Fastpaced environment requiring the ability to multitask and prioritize effectively


• Performance Metrics


• Firstcall resolution rate


• Customer satisfaction scores


• Adherence to SLAs and response times


• Contribution to knowledge base and team improvement initiatives


• Average call handle time AHT

Other details

Benefits/perks listed below may vary depending on the nature of your employment with LTIMindtree (“LTIM”):

Benefits and Perks:

• Comprehensive Medical Plan Covering Medical, Dental, Vision


• Short Term and Long-Term Disability Coverage


• 401(k) Plan with Company match


• Life Insurance


• Vacation Time, Sick Leave, Paid Holidays


• Paid Paternity and Maternity Leave

The range displayed on each job posting reflects the minimum and maximum salary target for the position across all US locations. Within the range, individual pay is determined by work location and job level and additional factors including job-related skills, experience, and relevant education or training. Depending on the position offered, other forms of compensation may be provided as part of overall compensation like an annual performance-based bonus, sales incentive pay and other forms of bonus or variable compensation.

Disclaimer: The compensation and benefits information provided herein is accurate as of the date of
this posting.

LTIMindtree is an equal opportunity employer that is committed to diversity in the workplace. Our
employment decisions are made without regard to race, color, creed, religion, sex (including
pregnancy, childbirth or related medical conditions), gender identity or expression, national origin,
ancestry, age, family-care status, veteran status, marital status, civil union status, domestic
partnership status, military service, handicap or disability or history of handicap or disability, genetic
information, atypical hereditary cellular or blood trait, union affiliation, affectional or sexual orientation
or preference, or any other characteristic protected by applicable federal, state, or local law, except
where such considerations are bona fide occupational qualifications permitted by law.